In the Genesys Cloud Platform API, endpoints are designed for specific use cases. "Query" endpoints, such as those in the Analytics API, are synchronous. They are intended for immediate, real-time data retrieval where the application waits for an immediate response. This makes them suitable for dashboards or applications needing up-to-the-minute information.

Conversely, "jobs" endpoints are asynchronous. They are designed for requesting large data sets that may take a significant amount of time to compile. The client submits a job request and receives a job ID, then polls for the job's status. Once complete, the results can be downloaded. This process is ideal for bulk data exports and reporting without tying up a connection or causing timeouts.

B. A "query" endpoint is not suited for bulk export. Attempting to retrieve large datasets synchronously can lead to API timeouts and performance degradation.

C. A "jobs" endpoint is asynchronous by design. It is not intended for immediate ("right now") responses, as the processing happens in the background.

1. Genesys Cloud Developer Center, Analytics API Overview: The documentation explicitly distinguishes between the two methods. It states, "Asynchronous queries are useful for requesting large data sets that can take a long time to process. Instead of waiting for a response, you can submit a job and then check the job's status to see when the results are ready." This supports that 'jobs' are for bulk data (D) and are not for immediate responses (refuting C).

Source: Genesys Cloud Developer Center, /api/rest/v2/analytics/jobs.html

2. Genesys Cloud Developer Center, Analytics Query Builder: This tool's description highlights the real-time nature of query endpoints. It states, "The Analytics Query Builder allows you to build and execute queries against the Genesys Cloud Analytics API in real time." This directly supports the use case described in option A.

Source: Genesys Cloud Developer Center, /developer-tools/analytics-query-builder/

3. Genesys Cloud Developer Center, Conversation Detail Query: The documentation for the synchronous endpoint POST /api/v2/analytics/conversations/details/query contrasts with the asynchronous jobs endpoint. The synchronous nature implies an immediate response is expected, while the existence of a separate jobs endpoint for the same data type implies the query endpoint is not for bulk operations (refuting B).

Source: Genesys Cloud Developer Center, /api/rest/v2/analytics/index.html#post-api-v2-analytics-conversations-details-query

Core Services form the foundational layer of the Genesys Cloud CX platform. This group of microservices is responsible for managing the central, essential functions of the system. These include identity and authorization, organization and account configuration, user and group management (directory and membership), and the logic for interaction routing and agent assignment. Therefore, Core Services directly manage all the functions listed in the question, acting as the central brain for the platform's configuration and operational logic.

A. Public Interface Services: These services act as the API gateway, providing a public-facing entry point for applications to interact with the platform, but they do not manage the underlying business logic or configuration.

C. Communication Services: This layer is responsible for handling real-time media and signaling protocols like SIP and WebRTC. It manages the communication path but not the routing decisions or user configuration.

D. Application Services: These are higher-level applications, such as Workforce Management or Quality Management, that are built on top of and consume Core Services, rather than being the core itself.

1. Genesys Cloud CX Developer Center, Platform architecture overview: This document outlines the microservices architecture. It describes the "Core Services" layer as containing fundamental services like "Identity, Authorization, Organization, Routing, and Telephony configuration," which directly correspond to the functions mentioned in the question. The document distinguishes this from the "Public API" (Public Interface Services) and "Media Services" (Communication Services).

Reference: Genesys. (n.d.). Platform architecture overview. Genesys Cloud CX Developer Center. Retrieved from https://developer.genesys.cloud/platform/architecture/

2. Genesys Cloud CX Resource Center, About Genesys Cloud: This official documentation describes the platform as a set of microservices. The core functionalities like user management and routing are consistently presented as foundational services, separate from communication media handling or add-on applications.

Reference: Genesys. (n.d.). About Genesys Cloud. Genesys Cloud CX Resource Center. Retrieved from https://help.mypurecloud.com/articles/about-genesys-cloud/

The statement provides a correct and fundamental definition of routing within a contact center context, specifically for platforms like Genesys Cloud CX. Routing is the process of analyzing an incoming customer interaction and directing it to the most appropriate destination. This destination can be a skilled human agent available in a queue or an automated resource, such as an Interactive Voice Response (IVR) system for self-service, a voicebot, or a chatbot. The primary goal of routing is to resolve the customer's query efficiently and effectively by making the right connection.

B. False: This is incorrect. The statement accurately describes the core function of routing in customer communication systems, which is to connect interactions to agents or automated resources.

1. Genesys Cloud CX Resource Center, "About routing." This document explicitly defines routing: "Routing is the process of connecting an interaction with the most appropriate agent or resource." It further details how Genesys Cloud CX uses routing methods like ACD to distribute interactions from queues to agents.

2. Genesys Cloud CX Resource Center, "Architect overview." This section describes Architect as the tool used to build interaction flows. It states, "With Architect, you can create sophisticated menu applications that route interactions based on your specific needs... You can route interactions to a specific person, a queue, a voice mail, another flow, or an external number." This confirms that routing connects customers to various resources, both automated (flows) and human (agents via queues).

The POST /api/v2/conversations/callbacks endpoint requires one of two parameters to determine routing: queueId or routingData. The queueId parameter is used for simple, direct-to-queue routing where the callback is placed into the specified ACD queue. In contrast, routingData is an object that allows for more complex routing configurations. It can specify not only a target queue but also additional attributes like required skills, language, priority, or even preferred agents. This data is typically processed by an In-queue Call Flow in Architect to make more sophisticated routing decisions.

A. The callbackScheduledTime is a top-level parameter in the API request body and is independent of whether queueId or routingData is used for routing.

B. The callbackNumbers parameter, which is a list of phone numbers, is a required top-level field in the API call and is not contingent on using queueId.

D. This option incorrectly reverses the functions. queueId provides a simple, direct routing target, while the routingData object is designed to carry more complex data for advanced routing logic.

1. Genesys Cloud Developer Center, API Explorer, POST /api/v2/conversations/callbacks: The official API documentation for creating a callback.

Section: Body parameter descriptions for CreateCallbackOnConversationCommand.

Details: It defines queueId as "The queue ID to route the callback to" and routingData as "The routing data to be used for routing the callback," noting that one of the two is required. This establishes their distinct roles in the routing process.

2. Genesys Cloud Developer Center, "Create a callback" Tutorial: This guide provides a practical explanation of how to use the API.

Section: "Route the callback"

Details: The document explicitly states: "To route the callback to a specific queue, specify the queueId... To use more advanced routing, such as routing based on skills or language, specify the routingData object. The routingData object contains a routingAddress (the queue) and can also contain scoredAgents to specify a preferred agent, skills to specify required skills, and priority." This directly confirms that queueId is for basic routing and routingData is for advanced settings.

Genesys Cloud CX’s WebSocket Notification service sends an error message of type “error” with code 400 when the channel has been idle (no traffic) for 24 hours. The platform automatically removes the channel in this state, and the client must create a new channel before resubscribing. Therefore, error 400 explicitly means “channel idle for 24 hours,” making the statement true.

B. False – Code 400 is unambiguously documented by Genesys Cloud as “idle 24 hours”; claiming otherwise contradicts official vendor documentation.

1. Genesys Cloud Developer Center – Notifications Overview, section “Error message codes,” table entry 400: “Channel idle for 24 hours; reconnect or create new channel.”

https://developer.genesys.cloud (scroll to Notifications → Error message codes)

2. Genesys Cloud Platform API v2 Documentation, resource /api/v2/notifications/channels – note under “WebSocket error codes”; code 400: “The channel has been idle for 24 hours.”

Genesys Cloud Public API Docs, Rev. 2023-12-15, p. 4.

3. Genesys Cloud Resource Center – article “Manage notification channels,” paragraph “Idle channels.” “A channel that has no activity for 24 hours is closed and returns error code 400.”

https://help.mypurecloud.com/articles/manage-notification-channels/

In Genesys Cloud CX, the Service Level is a key performance indicator for contact centers. It is defined by two components: a percentage and a time threshold. The "Service Level" value (80) represents the target percentage of interactions that should be handled. The "Service Level Target" (20) represents the maximum time, in seconds, within which those interactions should be handled (e.g., answered by an agent). Therefore, a setting of 80/20 for voice interactions means the goal is to answer 80% of incoming calls within 20 seconds.

A. This option incorrectly interprets the 80% target as a fixed number of 80 calls and the 20-second threshold as a recurring interval for answering them.

C. This option reverses the values, misinterprets their meaning, and incorrectly includes "chats" when the question specifically refers to "Voice interactions."

D. This option is identical to option C and is incorrect for the same reasons.

1. Genesys Cloud CX Resource Center, "Create and configure queues." Under the "Routing" tab configuration section, the documentation states: "In the Service Level field, specify the percentage of interactions you want answered in a specific time. The default is that 80% of interactions are answered in 20 seconds." This directly confirms the meaning of the 80/20 standard.

2. Genesys Cloud CX Resource Center, "Metrics definitions." The entry for "Service Level" defines it as: "The percentage of interactions that meet the queue’s service level target. Formula: (Number of answered interactions that met the service level target / (Number of answered interactions + Number of abandoned interactions that passed the service level target)) 100". This confirms that Service Level is a percentage calculated against a time target.

3. Genesys Cloud CX Resource Center, "Queues activity view." This document describes the Service Level column in performance views, explaining it shows "The percentage of interactions that met the defined service level for the queue," reinforcing that the primary value is a percentage based on a time threshold.

Genesys Cloud CX provides robust capabilities for managing call recordings. The platform includes a comprehensive set of Platform APIs that allow developers to programmatically access and download recordings. This is essential for integration with external systems for analysis or archival. Additionally, Genesys Cloud CX supports integrations to export recordings to third-party cloud storage services, such as Amazon Web Services (AWS) S3. This functionality enables organizations to implement long-term archival strategies and manage storage costs effectively by moving recordings to their own cloud storage infrastructure.

B. Genesys Cloud CX does not store recordings indefinitely. Recordings are subject to deletion based on configured recording management and retention policies.

D. This statement is factually incorrect. Genesys Cloud CX explicitly provides functionality to integrate with and export recordings to external cloud storage providers.

1. Genesys Cloud CX Developer Center, API Explorer, Recordings. The documentation for the GET /api/v2/conversations/{conversationId}/recordings/{recordingId} endpoint details how to retrieve recording metadata, which includes mediaUris containing signed URLs for downloading the recording media files. This directly supports option A.

Source: Genesys Cloud CX Developer Center, API Reference.

2. Genesys Cloud CX Resource Center, "About recording management". This official documentation page explains recording retention policies. It states, "Genesys Cloud deletes recordings when their retention period, as defined in a policy, expires." This directly refutes the claim of indefinite storage in option B.

Source: Genesys Cloud CX Resource Center, Admin > Quality management > Recording management > About recording management.

3. Genesys Cloud CX Resource Center, "Export recordings". This document describes the process for bulk exporting recordings. It explicitly mentions, "You can create a job to export recordings to the Genesys Cloud secure S3 bucket." This confirms that integration for cloud storage is a supported feature, making option C correct and option D incorrect.

Source: Genesys Cloud CX Resource Center, Admin > Quality management > Recording management > Export recordings.

The statement that a numbering plan has to be created manually is incorrect. Genesys Cloud CX provides several default, pre-configured numbering plans based on country codes (e.g., United States, Germany, United Kingdom). Administrators can use these default plans as they are, or they can copy and modify them to create custom plans. While manual creation is an option for building a plan from scratch, it is not a mandatory requirement, as the default plans serve as a functional starting point.

A. This is the correct, standard definition of a numbering plan used in telecommunications and is consistent with Genesys Cloud's terminology.

B. Genesys Cloud documentation explicitly uses the terms "numbering plan" and "dial plan" interchangeably to describe the rules for processing dialed numbers.

C. Numbering plans are designed to be fully customizable. Administrators can add, edit, copy, and delete them to meet specific organizational routing requirements.

1. Genesys Cloud CX Resource Center, "About numbering plans," Article ID: 2115.

Section: Overview

Content: "A numbering plan, also known as a dial plan, is a set of number-matching rules that tells Genesys Cloud how to process the numbers that users dial." This supports that options A and B are true. "Genesys Cloud provides several default numbering plans that you can use as is or as a starting point for your own numbering plans." This directly refutes option D.

2. Genesys Cloud CX Resource Center, "Create a numbering plan," Article ID: 2117.

Section: "Create a numbering plan" (Step-by-step guide)

Content: The documentation details the process for creating a new plan from scratch or copying an existing one, including the default plans. This confirms that plans can be added and modified, making option C a true statement. The existence of default plans to copy from further proves that manual creation from zero is not the only method.

In the Genesys Cloud CX API, "assigning a Prompt resource" refers to the action of uploading an audio file for a specific language to an existing prompt object. This operation modifies the prompt and is handled by the POST /api/v2/architect/prompts/{promptId}/resources endpoint. According to the official Genesys Cloud API documentation, this action is considered an update to the prompt, and therefore requires the architect:userPrompt:edit permission. This permission grants the necessary rights to modify the prompt's resources.

A. Architect > UserPrompt > Add is required to create a new prompt object itself, not to assign or upload an audio resource to an existing one.

C. Architect > UI > View is a general permission for viewing the Architect user interface and is not relevant for specific API-based resource modification.

D. Architect > UserPrompt > View only grants read-only access to view existing prompts and their configurations; it does not permit any modifications.

E. Architect > DatahaseTable > Add is an unrelated permission used for creating Data Tables within Architect, not for managing audio prompts.

1. Genesys Cloud Developer Center, API Explorer: The documentation for the POST /api/v2/architect/prompts/{promptId}/resources endpoint explicitly lists the required permission.

Reference: Genesys Cloud Platform API, Architect > Prompts > POST /api/v2/architect/prompts/{promptId}/resources.

Section: "Required Permissions". It states: architect:userPrompt:edit.

2. Genesys Cloud Resource Center, Permissions List: The comprehensive list of all product permissions details the scope of each Architect-related permission.

Reference: "Products, roles, and permissions list" documentation.

Section: Architect > UserPrompt. It defines Edit as the permission to "Edit and delete user prompts," which includes managing their associated resources (audio files).

The Genesys Cloud CX Platform API organizes conversation data by media type. The API provides distinct endpoints to list conversations for specific channels. The endpoints GET /api/v2/conversations/callbacks, GET /api/v2/conversations/calls, GET /api/v2/conversations/chats, and GET /api/v2/conversations/messages are all valid methods for retrieving lists of active conversations, filtered by their respective media type. These are fundamental endpoints within the Conversations API for interaction management and reporting.

C. GET /api/v2/conversations/participants is not a valid top-level endpoint. Participants are a sub-resource of a specific conversation, accessed via /api/v2/conversations/{conversationId}/participants.

F. GET /api/v2/conversations/attributes is not a valid endpoint. Attributes are properties of a participant within a specific conversation, not a top-level queryable resource.

1. Genesys Cloud CX Developer Center, API Reference, Conversations API. The documentation lists the following valid endpoints for retrieving conversations by media type:

GET /api/v2/conversations/calls - Get a list of calls.

GET /api/v2/conversations/chats - Get a list of chats.

GET /api/v2/conversations/callbacks - Get a list of callbacks.

GET /api/v2/conversations/messages - Get a list of messages.

Source: developer.genesys.cloud/api/rest/v2/conversations/#get-api-v2-conversations-calls (and respective pages for chats, callbacks, messages).

2. Genesys Cloud CX Developer Center, API Reference, Conversations API. The documentation for managing participants shows that they are always accessed within the context of a specific conversation ID ({conversationId}), confirming that GET /api/v2/conversations/participants is not a valid structure.

Source: developer.genesys.cloud/api/rest/v2/conversations/#get-api-v2-conversations--conversationId--participants--participantId-

3. Genesys Cloud CX Developer Center, API Reference, Conversations API. Similarly, participant attributes are managed under a specific participant within a specific conversation, confirming GET /api/v2/conversations/attributes is not a valid endpoint.

Source: developer.genesys.cloud/api/rest/v2/conversations/#patch-api-v2-conversations--conversationId--participants--participantId--attributes